Frequently Asked Questions

How do we know who is picking us up and where?

When you book your tour, you’ll receive two confirmation emails with all the information about your tour. The second email will tell you what time you will be picked up and where you will meet your tour guide.

 

When you arrive at your pick-up location and your designated pick-up time, your transportation will be marked with our Discover Hawaii Tours logo.
Our local expert tour guide will be calling out your name when they reach your hotel.

 

Although it rarely happens, if by chance, you are not picked up at your scheduled time and location, it’s because we have the wrong hotel information. It is very important that you enter the correct hotel at which you will be staying.

 

We recommend that you reconfirm your reservation 24 hours prior to your tour. If there are any changes regarding hotels or any delays upon your arrival to the islands, let us know by calling us toll free at 1-800-946-4432.

 

Remember that your tour guides have to pick up passengers at a few hotels and they we will be there on time. For example if your pick up time is between 8:45 and 9:05 am, your tour guide will be there between those times.

 

Should we not be there a few minutes after the pick time, please call us toll free at 1-800-946-4432 to check on the location of your tour guide.

 

What is your cancellation policy?

We offer a risk free reservations and an easy cancellation policy for all of our tours:

 

TOURS WITHOUT AIRFARE: 
Changes and cancellations are allowed up to 48 hours prior to tour commencement without penalty. No-shows and changes or cancellations within 48 hours are subject to a full charge. No refunds are available once a tour has commenced.

 

TOURS WITH AIRFARE: 
Due to airline tickets restrictions, all tours, which including airfare, are non-refundable once the reservation is purchased. Airline tickets are non-changeable and non-transferable.

 

To request a change or cancellation, please call us toll free at 1-800-946-4432.

I have special requests for my tour; can you accommodate them?

Of course we can accommodate! If booking over the phone, simply let our friendly reservations staff know of your requests.

 

During the online booking process, there is a ‘Special Requests’ box where you can let us know about any food allergies (when lunch is included), special occasions, requests, and any other important information that you feel is necessary.

 

We take your tour personally, so rest assured that we will do our best to make sure that your requests are met and your tour is a perfect experience.

How long has your company been giving guided tours of the Road to Hana in Maui?

Founded in 1995, we have been operating without causality or major accident for more than 20 years. Your safety, satisfaction, and input is a way of life for our company. You can read all about our company on our About Us page.

What sets your company apart from the other Road to Hana tour companies?

We Promise to be the Best Part of Your Vacation— That’s our company mantra. We take great pride into making your experience with us perfect and we’ll go to great lengths to do so.

 

From the moment you begin considering Discover Hawaii Tours, to your final drop-off with our local expert tour guides — we make sure you get to experience the best of Hawaii, worry-free.

 

Our tours operate in smaller buses, allowing for a more intimate experience. Tour guides will know each of our guests by their names, allowing them to connect with everyone on a more personal level and easily cater to any specific needs.

 

Smaller groups make for more efficient stops! This means we get to experience more for the time we are allotted.

What kind of training do you offer your tour guides?

We hand-select the finest candidates to become the face of our company, our tour guides. Each tour guide must complete an intense two-week training course.

 

Applicants must pass a series of written and verbal tests covering topics on ancient and modern Hawaiian history, Pearl Harbor history, and American history. We place potential applicants through rigorous training on Hawaiian culture, traditions, ecology, geography, and folklore.

 

Once they pass training, they are finally presented with the prestigious title of “Hawaii’s Ambassador of Aloha”.

 

Our professional guides are also certified in first aid, water safety and CPR. Each guide carries first aid kits and mobile phones.

What type of vehicles do you use?

We use Luxury Deluxe Mini-Coaches equipped with air-conditioning, reclining seats and extra large sightseeing windows. Each bus seats 12-25 passengers.

 

Please call us toll free at 1-800-946-4432 or email us to request a front seat for disabled passengers.

What are your safety procedures?

You can feel safe in the knowledge that you’ll be traveling with a reliable and stable company that is in compliance with all Public Utilities Commission as well as State and Federal permits and requirements.

 

Our two full-time, certified mechanics, follow a detailed pre-maintenance program recommended by the vehicle manufacturer to ensure our safety and limit vehicle malfunctions.

 

We also carry a $5 million auto, as well as general liability insurances.

 

We replace our vehicles every 3 years.

 

Although this rarely happens, if your vehicle breaks down during the tour, we have systems in place to send one of our stand-by vehicles to the scene immediately so none of your precious time is wasted.

 

Does your company carry proper certifications and authorizations?

In short, Yes, we’re fully licensed and certified to carry out all our tours!

 

Here’s the nitty gritty: We carry Commercial Use Authorization for all of our Pearl Harbor Tours, which allows our tour guides to enter Pearl Harbor’s Museums. We are an authorized transportation company for Pearl Harbor, and are allowed to transport our guests to Ford Island.
Additionally, we are an Authorized Transportation provider for Hawaii Volcanoes National Park and conduct tours to the world’s most active volcano, Mt. Kilauea.

Do you have a child rate / accommodations for children?

Yes, our child rate applies to children between the ages of 2 and 12 years old, and includes the same perks as the adult rate. Lap children that do not use a seat travel at no charge.

 

We do not provide, or rent car seats at this time and the law does not require car seats on tour buses. If you wish to bring one, you will have to pay the cost for the seat on tour. You will be charged child rate.

 

We do ask parents to keep their children under control at all times, for the child’s safety and the enjoyment of others. Hiking tours are not recommended for infants.

 

All of the Island tours and Pearl Harbor tours are suitable for pregnant women; however, Hiking tours are not recommended for pregnant women.

 

Do you stop for snacks / lunch / bathroom?

Yes, all of our tours stop for snacks on the short tours and lunch on the full day tours. You will have time to feed your baby.

 

We have scheduled bathroom stops along the routes. Should you require additional stops, please let your tour guide know at the beginning of the tour and we will be more than happy to accommodate your request.

 

Is there a lot of walking?

No, we make a lot of stops for picture taking and to give you the opportunity to experience Hawaii. All of the stops on our Island tours & Pearl Harbor tours are just a few yards from the mini-buses and therefore you do not need to walk far. If you prefer to stay on the bus, you can take pictures from your seat. The only tours that require extensive walking are the Hiking tours.

 

I have a medical condition, is it safe to go on tours?

For your safety, please check with your doctor and find out if there are any limitations to your touring. Some sites have more medical concerns than others, such as the Volcano on the Big Island, so as a precaution, ask your doctor about any restrictions you may have and we need to be aware of.

 

Can your vehicles accommodate wheelchairs?

At this time, our vehicles can accommodate collapsible wheelchairs only.

 

We ask that you let us know at the time of booking your tour that you will be traveling with a collapsible wheelchair. We will then be able to make sure you are fully accommodated. Please advise us of your special needs by calling us toll free at 1-800-946-4432.

 

NOTE: Although we are able to accommodate collapsible wheelchairs, our vehicles are NOT equipped with wheelchair lifts.

 

Please call us toll free at 1-800-946-4432 or email us to request a front seat for disabled passengers.